Sr. Analyst, WFM Forecasting

Concentrix; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Concentrix is seeking a Sr. Analyst, WFM Forecasting in Bangalore, India. With 5+ years of experience, you will provide floor support, coaching, and feedback to agents, while driving team metrics and monitoring service levels to ensure high performance.

You will handle escalated calls and take production calls as needed, supervising the team in the Team Captain's absence and ensuring effective communication with stakeholders.

Qualifications

• 5+ years of experience in WFM/Forecasting.
• Strong communication and problem-solving skills.
• Ability to learn quickly and handle complex queries.
• Capable of supervising team in the absence of the Team Captain.
• Excellent customer-service orientation.

Responsibilities

• Provide floor support, learning sessions, coaching & feedback to agents.
• Assist in driving metrics of the team.
• Monitor closure of service levels regularly.
• Ensure prompt escalations to Team Captain.
• Supervise team in the absence of the Team Captain.
• Take production calls as well as escalated calls.

Skills

Coaching

Metrics monitoring

Communication

Problem solving

Empathy

Leadership

Customer service

Call handling

Education

Graduation

Job description

ROLE : Sr. Analyst, WFM ForecastingDESIGNATION : Sr. Analyst, WFM ForecastingLOCATION Bangalore, IndiaYEARS OF EXPERIENCE 5 + YearsConcentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.Key responsibilities:Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).Assist in driving metrics of the teamMonitor closure of service levels regularly.Ensure prompt escalations to Team Captain.Supervise team in the absence of the Team Captain.Monitor performance and quality scores of team.Take production calls as well as escalated calls.Desired Skills :Able to add value to the program by identifying improvement areasAbility to effectively communicate, both written and verballyListen attentively to customer needs and concerns; demonstrate empathyClarify customer requirements; probe for and confirm understanding of requirements or problemConfirm customer understanding of the solution and provide additional customer education as neededAbility to learn including strong problem-solving skillsDemonstrate strong probing and problem-solving skillsShould be able to resolve customer queries independentlyShould be able to handle complex queriesMindset to drive salesEducation: GraduationDisclaimer:-'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'